Zendesk Talk is activated, but widget does not show in account | Community
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Zendesk Talk is activated, but widget does not show in account

  • November 11, 2021
  • 3 replies
  • 0 views
Silvana

Hello, we have recently activated Zendesk Talk in our account. 

But, despite Talk being activated, we have no option to assign our agents access to it in the Admin overview. 

Customer calls go straight to voicemail. We don't see the Talk widget in our dashboard to change our online status, and calls are not displayed in the dashboard at all. 

We have tried to get in touch with several of your agents that helped us set up the number, as well as your general support email and chat, but no one has gotten back to us all week. 

    3 replies

    Amie11
    • Amie11
    • November 11, 2021

    Hey Silvana, 

    It sounds like Talk has yet to be activated on the agent profiles in your Zendesk -- this is why no talk functions are appearing to the agents to go online and answer calls. 

    See an example below of my profile. You need to make sure that talk setting is active for each agent to access Talk. 

     

    You can check out this article here on how to set this permission inside the admin centre. 

    https://support.zendesk.com/hc/en-us/articles/4408824375450-Setting-roles-and-access-in-Zendesk-Admin-Center

    Hope this helps. :)

    Best,

    Amie

    Silvana
    • Silvana
    • Author
    • November 11, 2021

    Hi, that is the problem, this setting does not show up in our agents' profiles. 

    Talk is activated and we have a phone number, calls can come in but go straight to voicemail (a ticket is  created for it) but I cannot activate Talk for any agent. 

     

    Joshua43
    • Joshua43
    • November 17, 2021
    Hi Silvana!
     
    Thank you for messaging us. Let me create a private ticket for you to troubleshoot further this concern.
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